stormy-gold
stormy-gold16mo ago

Inconsistency with responses to FAQs in knowledge base

When I add a new FAQ to my knowledge base and then I test using the exact same question as held in the knowledge base, I can’t understand why I get a completely different response when using the knowledge preview button compared to the response I get in the agent designer. When I’m in the designer and look closely at the intent that the question triggers, I can see no resemblance to the question or subject matter in any of the utterances, yet the question triggers seems to keep triggering the intent instead of pulling the answer from the KB. I realise that I’m not being specific about the actual question and the responses I’m getting, but this has happened several times already with other FAQs I have applied. Is this a common problem, or is there something I’m doing wrong? Thanks!
2 Replies
Tico | Voiceflow Assistant
The inconsistency you're experiencing between the Knowledge Base (KB) preview and the agent designer might be due to the priority levels Voiceflow uses to answer user questions. Voiceflow has three levels of priority for answering user questions: 1. Intents: These are designed to trigger based on specific questions. 2. Knowledge Base: This is a collection of documents used to power the Q&A for the Assistant. 3. Global No Match: This is the last resort message if the Assistant can't find an answer in the Knowledge Base. When you ask a question, the system first tries to match it with an intent. If it can't find a matching intent, it then looks for an answer in the Knowledge Base. If it still can't find an answer, it resorts to the Global No Match response. In your case, it seems like the system is finding a match in the intents, which is why it's not pulling the answer from the Knowledge Base. The intents are triggering because they are designed to be triggered based on specific questions, and they have a higher priority than the Knowledge Base. To resolve this issue, you might want to review and refine your intents. Make sure the utterances in your intents are distinct and specific, so they don't unintentionally match with the questions that should be answered by the Knowledge Base. Also, remember that the previewing process is iterative. It's crucial to test with a wide range of queries to ensure robustness in the AI's responses. You might need to adjust the data sources, tweak the AI model settings, or refine the information within the Knowledge Base to improve the accuracy and quality of the responses. I hope this helps! If you're still having issues, you might want to consider grouping similar topics inside your sources or limiting the number of data sources to improve the KB response's accuracy and optimize token consumption.
stormy-gold
stormy-goldOP16mo ago
In the intent which this particular question triggers, I can find no utterance which could be considered even close. I'll be more specific... The actual question in the knowledge base FAQs is "What is your web design process?" If I ask that EXACT question it triggers an intent which is irrelevant. However, if I ask variations of that question such as "What is your design process?" or "What are the steps of your web design process?" I actually get the correct response from the FAQs in the knowledge base. Therefore for the question "What is your web design process?" I look at the utterances for the irrelevant intent for instances of "web design" or "process" but there are none. So I'm confused!

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